ncontracts - Customer Enablement Specialist
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT
Requirements
• 3+ years of experience in a customer enablement, technical writing, content creation, or customer success environment within a SaaS organization. • Strong written communication skills — this role produces customer-facing content across multiple formats and must write clearly, concisely, and with a consistent voice. • Experience creating instructional or educational content, including knowledge base articles, how-to guides, or e-learning modules. • Demonstrated ability to manage multiple projects simultaneously, meet deadlines, and maintain attention to detail in a fast-paced environment. • Collaborative working style with a track record of cross-functional partnership. • Bachelor's degree in a relevant field or equivalent professional experience. • Experience with Skilljar or a comparable LMS platform. • Experience with Gainsight, Salesforce Experience Cloud, or a comparable community or knowledge base platform. • Familiarity with customer communication tools such as ChurnZero or comparable platforms. • Experience with video or interactive content creation tools such as Parta or Camtasia. • Experience in financial services, fintech, compliance, or regulated industry SaaS environments. • Assist in the management of communication calendars and delivery schedules.
Responsibilities
• LMS Content Creation & Maintenance • Create and maintain on-demand courses, learning paths, and certification content within Skilljar to support customer product adoption and proficiency. • Develop clear, engaging instructional content that translates complex product features into accessible learning experiences for a financial services audience. • Conduct regular audits of LMS content to ensure accuracy following product updates, releases, and feature changes. • Support the Senior Customer Enablement Specialist in LMS strategy execution and course architecture decisions. • Knowledge Base & Community Content • Write, publish, and maintain knowledge base articles, how-to guides, and troubleshooting content within Gainsight to ensure customers have accurate, accessible self-serve resources. • Support community content creation and moderation within the Gainsight community platform — contributing posts, responses, and engagement content in alignment with the strategy defined by the Digital Enablement Strategist. • Conduct quarterly reviews of knowledge base content to identify gaps, outdated articles, and opportunities for improvement. • Collaborate with the Senior Customer Enablement Specialist and Digital Enablement Strategist to ensure community and KB content aligns with digital engagement strategy and identified content gaps. • Launch & Release Communications • Support the creation and delivery of customer-facing communications for product launches and releases — including emails, Pendo modals, community posts, and other communication vehicles. • Execute against the communication and adoption strategy defined by the Digital Enablement Strategist, ensuring all content is accurate, on-brand, and delivered on schedule. • Collaborate with the Senior Customer Enablement Specialist to ensure launch communications are aligned with LMS and knowledge base updates. • Ongoing Lifecycle Communications • Support the delivery of ongoing customer lifecycle communications — including coordination with the Senior Customer Enablement Specialist and CS Ops. • Webinar & Content Production Support • Support the production and delivery of customer-facing webinars and enablement sessions — including content preparation, logistics coordination, and post-event follow-up. • Assist in the creation of video and interactive content using tools such as Parta and Camtasia to support digital enablement programming. • Cross-Functional Collaboration • Work collaboratively with the Senior Customer Enablement Specialist, Digital Enablement Strategist, CS Ops, and Product teams to ensure content is aligned with product releases, customer needs, and organizational priorities. • Participate in launch and release planning processes, contributing the customer enablement perspective on content and communication needs.
Benefits
• A fun, fast-paced work environment • Responsible PTO Plan that meets or exceeds state and local medical and family leave laws • 11 paid holidays • Community and social events to keep you connected and engaged • Medical, Dental and Vision insurance • Company-paid Group Life Insurance, Short- and Long-Term Disability • Flexible Spending Account & Health Savings Account • Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice • Pet Insurance • 401 (k) with company match with eligibility on Day 1 of employment • 2 Paid Volunteer Time Off Days • And much more! • Part-Time, Temporary, Contractor, and Intern positions are not eligible for company benefits, including paid time off, health insurance, and other employee benefit programs. • AAP/EEO Statement
Similar Jobs
No credit card. Takes 10 seconds.